India-led digital transformation unifies customer engagement across 11 countries, redefining how the jewellery giant connects with its global clientele.
Joyalukkas, one of the world’s largest jewellery retailers with over 175 showrooms in 11 countries, has teamed up with Zoho to drive a sweeping digital transformation across its international retail operations. In the first phase, Zoho’s Customer Experience Platform was rolled out in over 100 Indian stores. Following its success, the solution has now been extended to markets including the UAE, US, UK, Singapore, and Malaysia.
The initiative aims to unify sales and service operations, centralise customer data, and power real-time, personalised engagement across channels. Built for scalability and flexibility, Zoho’s platform enables Joyalukkas to shift from reactive service models to proactive, insight-driven engagement, thereby enhancing customer loyalty and operational efficiency.
“In a business like ours where trust and heritage define relationships, experience is everything,” said John Paul Alukkas, Managing Director, Joyalukkas. “We needed a platform that could unify customer insights and adapt across regions. Zoho gives us the foundation to deeply understand our customers and engage with empathy and intelligence.”
Spearheaded by Zoho’s Enterprise Business Solutions (EBS) team, the deployment followed a phased, consulting-led approach tailored to Joyalukkas’ unique operational and geographic needs. The transformation positions the brand to deliver consistent luxury experiences across its omnichannel footprint.
Mani Vembu, CEO of Zoho, remarked, “For a globally loved brand like Joyalukkas, delivering personalised, contextual engagement is vital. Our platform equips their teams with the tools to connect emotionally, respond intelligently, and scale customer delight worldwide.”
This strategic partnership marks a milestone in how legacy brands can harness Indian technology to modernise retail at scale, blending craftsmanship with customer intelligence.
